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Art of Telecommunication

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Submitted By Sabbath1404
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The Art of Retaining Telecommunication Customers

Inetres Sherrod

Professor Dorothy Valentine

English 315

August 29, 2012

Executive Summary for
The Art of Retaining Telecommunication Customers

The purpose of this report is to educate telecommunication managers and front line employees on how to retain existing customers. The report was used to examine why the disconnect rate has increased over the last 2 years and to recommend ways of retaining existing customers. This report will provide strategic methods that can be used to retain existing customers and increase customer satisfaction. An analysis and comparison between telecommunication companies will be provided to help managers and employees decrease the disconnect rate of current customers. The analysis will included the four major reasons customer leave their current providers, the cost of retaining existing customers, the cost of acquiring new customers and the methods and procedures that are used to retain existing customers.
The report has identified that the current strategies that telecommunication companies are using to retain existing customers are not effective in reducing the retention rate. Customers are no longer receptive to receiving discounts or credits. They want assurance that they are getting the best product at the best price.
The research brings attention to the fact that customers are in a position to demand quality products and services, value in their products at a reasonable price and products catered to their specific needs. The report has investigated that competition among telecommunication companies has made it easier for customers to switch providers.
It is recommended: * that telecommunication managers initiate a detailed training for front line employees that will ensure that customers are receiving accurate and up to date information on all

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